Account Support Manager

2 weeks ago

Wellington, Wellington, New Zealand Hewlett Packard Enterprise Full time
Account Support Manager

This role has been designated as 'Edge', which means you will primarily work outside of an HPE office.

The Account Support Manager is a direct client contact position responsible for leading delivery of all high value and in
- scope contracted services across all service delivery towers. Ensuring that performance goals and cost commitments are met. The ASM works with the customer using their leadership skills and technical knowledge to develop, implement and lead a customer centric Account Support Team (AST) driving best-in-class TCE and Quality.


The ASM promotes Customer Satisfaction through efficient, effective delivery of services proactively managing issues that could impact service delivery, identifying and driving transformation while managing scope, resources, cost of delivery and coordination.

The ASM understands the client at the local, country level to analyze delivery requirements, contribute to client's strategic business plan, and create incremental revenue opportunities.


The ADM manages overall delivery commitments to the customer as the single point of contact within each account for meeting delivery targets, service excellence, and operating within the POR financial model and is the principal contact for all service operational and tactical issues for the client.


The family of jobs is focused on managing the onsite delivery of services, pre-sales, post-sales or service delivery support, installation and configuration for customer environments.

The position maintains a high level of customer satisfaction by ensuring clear business and technical solution alignment, clarifying customer needs and ensuring that they are met.

ASM's are responsible for company Total Customer Experience as well as the revenue growth, profitability, and account retention.

Management Level Definition:

Responsibilities:

  • Manage technology incidents to a resolution. Lead Customer Expectation management as part of escalation process.
  • Work with team members to resolve unusually complex or cross
- technology incidents.

  • Proactively and reactively look for solutions to prevent problems from occurring in team/technology area.
  • Identify additional services that could lead to future service revenue growth or incremental revenue opportunities.
  • Build and maintain strong relationship up to senior management level in assigned accounts.
  • Assist in managing delivery of industry support solutions.
  • Owns customer operational relationship: develops & nurtures to excellent customer satisfaction.
  • Grows understanding of customer at local & country level to analyze delivery requirements & contribute to customer strategic business plan.
  • Contact for operational & tactical issues representing delivery of all services to the customer: manages performance metrics, reporting, escalation & communication.
  • Ability to effectively and proactively manage risk for new installation projects.
  • Own account support plan.

Education and Experience Required:

  • First Level University Degree or equivalent combination of education and experience.
  • ITIL/ITSM knowledge
years working experience in related fields.

Knowledge and Skills:

  • Thorough knowledge of company products and services offerings, company organization, competition and market trends.
  • Communicate tactfully with diplomacy up to senior management levels within an organization.
  • Active listening skills and ability to adjust messages to audience level.
  • Problemsolving skills (proactive, reactive and creative).
  • Well versed in technical competencies, communication, analysis and presentations. intermediate skills in project management,
  • Build & manage strong customer relationship.
  • Prepare clear, concise and persuasive communications for multiple audiences, including demonstrating effective writing, presentation skills, listening actively and projecting a trustable image.
  • Ability to understand & analyze an issue or problem to implement a corrective action plan.
  • Able to lead cross cultural, cross tower & cross business team for effective & efficient customer support.
  • Ability to develop & present high impact message to customer.

Job:

Services

Job Level:

Specialist

Hewlett Packard Enterprise is EEO F/M/Protected Veteran/ Individual with Disabilities.


HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.

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